The Experience: How to Wow Your Customers and Create a Passionate Workplace
'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.' — Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies m
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An enlightening and entertaining fable that reveals how you can help torevolutionize your company by focusing on customers. Have you ever imagined what impact really great customer experiences can have ona business? Or have you ever been faced with trying to fix the fallout fromtruly dissatisfied customers? This engaging book takes you on a trip startingwith the depths of "call center hell," where customer dissatisfaction builds asrapidly as employee stress and turnover. From there the story takes you along for an up-and-down ride to uncover new andbetter ways of approaching customers and focusing on their concerns before allelse. The Experience! follows the journey of Joseph Jacobs, a frustrated callcenter manager who is trying to deliver better service to customers despite ahighly unmotivated staff. As he struggles to find his way, he discovers hiddensecrets about delivering the most outrageously pleasing customer experiences byempowering his staff to be passionate about their work. This book provides practical approaches that you can implement immediately. Thelessons learned include: treat others as you want to be treated and keepcustomers excited--if you provide them with a great experience, then they willhave no reason to go elsewhere!
